Deskripsi Pekerjaan
Join Sourcefit as a Service Analyst and drive excellence in IT service delivery through proactive problem management and data-driven insights. In this remote role, you'll leverage Halo analytics to optimize service desk operations, identify trends, and implement operational improvements that enhance service quality. You'll collaborate cross-functionally to resolve complex incidents, generate actionable service reports, and champion best practices in IT service management. This position offers the opportunity to shape service delivery strategies while working remotely in a dynamic environment.
Tanggung Jawab
- Lead end-to-end Problem Management processes including root cause analysis and resolution tracking
- Generate and present comprehensive service performance reports for stakeholders
- Analyze Halo data to identify service trends, bottlenecks, and improvement opportunities
- Collaborate with Service Desk and Operations teams to enhance service delivery efficiency
- Develop and maintain service management documentation and knowledge base articles
- Monitor SLA compliance and implement corrective actions for service deviations
- Drive continuous improvement initiatives through service reviews and optimization
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related field
- 3+ years experience in IT service management or operations support
- Proficiency with ITSM tools (Halo, ServiceNow, Jira Service Desk)
- Strong analytical skills with data interpretation capabilities
- ITIL Foundation certification or equivalent knowledge
- Excellent written and verbal communication skills
- Ability to work independently in a remote environment
- Experience with incident/problem management workflows